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UNIVERSITY OF TORONTO

At Scarborough

GUIDE TO CRISIS RESPONSE AND MANAGEMENT

Updated December 2004

U N I V E R S I T Y O F T O R O N T O A T S C A R B O R O U G H

TABLE OF CONTENTS

TOPIC PAGE(S)

Section 1 Introduction, Purpose Statement 1

Section 2 Responding to a Crisis Situation 2

Section 3 The Crisis Management Team 3

Section 4 Emergency Operations Centre 7

Section 5 University of Toronto Scarborough

Campus Resources/Services 8

Section 6 External Resources 10

Section 7 Victim Assistance and Support 11

Section 8 Reviewing the Guide 13

Appendix A Building Evacuations 14

Appendix B Fire 17

Appendix C Chemical Spill 19

Appendix D Explosion or Building Collapse 21

Appendix E Radiation Incident/Exposure 23

Appendix F Biohazard Incident/Exposure 25

Appendix G Loss of life or Serious Injury 27

Appendix H Serious Criminal Acts 30

Appendix I Violent or Disruptive Persons 32

Appendix J Bomb Threats/Suspicious Objects 34

Appendix K Natural Disasters/Weather Emergency Procedures 36

Appendix L Loss of Electrical Power, Heat, Water or Gas 38

Appendix M Civil Disturbances and Demonstrations 40

Appendix N Emergencies in Student Residences 41

Appendix O Media Relations 43

IN THE EVENT OF AN EMERGENCY

CALL 9-911 AND 287-7333 CRISIS MANAGEMENT


SECTION 1

PURPOSE STATEMENT

The University of Toronto at Scarborough1 is committed to providing the safest possible environment for faculty, staff, students and visitors. Preventing where possible and being prepared for emergency incidents, responding in an effective and supportive manner, and handling crises are key tenets of this commitment.

This guide has been developed to assist those involved in emergencies and critical incidents by providing a process to ensure an effective and caring response.

1Hereafter University refers to University of Toronto at Scarborough unless otherwise stated.

CRISIS MANAGEMENT Page 1


SECTION 2

RESPONDING TO A CRISIS SITUATION

The University Police initiate the crisis response procedures and will contact the appropriate university persons and/or, if required, municipal emergency services, i.e. the Toronto Police Services, the Toronto Fire Department, etc., in accordance with University Police policy and procedures.

Appendices A to N outline the steps to be followed for various types of emergencies.

For cases of major emergencies, the University Police will also notify the Crisis Management Team.



SECTION 3

THE CRISIS MANAGEMENT TEAM

(a) Membership

The Crisis Management Team consists of senior University officers who are familiar with University operations and support services. Team members will be asked by the Manager, Police Services, to provide their on and off campus telephone numbers, on a semiannual basis (confidential telephone numbers are on file and with each Crisis Management Team member). The Crisis Management Team includes the following University officers:

• Assistant Principal – Business and Administration and Chief Administrative

Officer (Team Coordinator) Associate Dean (alternate)

• Special Advisor to the Principal on Campus Development

• Assistant Principal – Students and Executive Director of Student Affairs • Assistant Principal – Advancement and Executive Director of Advancement • Principal and Dean, Divisional Chairs or Department

Heads

• Manager, University Police Services Police (alternate)

• Manager, Human Resource Services • Director, Facilities Management Department

Manager of Engineering & Maintenance (alternate)



(b) Response Criteria

The University Police will notify the Crisis Management Team in serious cases involving: • Serious injury, communicable disease or loss of life to any

person.

• Serious criminal acts. • Major damage to University facilities or services • Serious disruption to University facilities or services. • Building evacuations prompted by major fire damage,

bomb threats, hostage taking, weapon offences, and other hazards.

• Serious issues will be reported to Managers of Police at

St. George and Mississauga campuses as deemed necessary.



(c) Role of the Crisis Management Team in Emergency

Response

The Crisis Management Team co-ordinates the University's to major emergencies. Specific responsibilities include: • Coordinating and directing emergency response and

resources during and after the crisis.

• Coordinating the response for information from the campus community, media and other sources external to the university.

• Mitigating any adverse effects on the University community and operations.

• Identifying all community members who may be directly or indirectly impacted by the event and ensuring that assistance, support and referrals are available.

• Modifying University staff work schedules as necessary to ensure personal safety and mitigating any possible trauma resulting from an incident.

• Conducting post-crises reviews to provide recommendations for future prevention or response.

• Conducting training sessions to review plan and update

responses.

(d) Role of the Crisis Management Team in Responding to Serious Behavioural Problems In addition to responding to crisis incidents, the Crisis Management Team may also be convened to develop a plan to avert a potentially serious incident which involves the behaviour of one or more persons. Behavioural problems which pose a serious threat to personal safety, university property or may seriously disrupt University programs, may be dealt with by the Crisis Management Team at the discretion of the Team Coordinator keeping in mind the provisions of Student Code of Conduct. In such cases, the Crisis Management Team will develop a comprehensive strategy to deal with the person(s) in co-ordination with Chief Investigating Officer.



Consideration must also be given to stress and underlying medical conditions which may affect people in different ways and can result in behaviour that may be classified as bizarre or inappropriate. It is suggested that prior to making any determination regarding sanctions for disruptive behaviour the person’s medical history be considered and that each case be closely examined to ensure that all issues have been taken into account.



SECTION 4

EMERGENCY OPERATIONS CENTRE

An Emergency Operations Centre (EOC) will be established for each incident. The Emergency Operations Centre then becomes the facility where the Crisis Management Team members coordinate their actions and develop strategies in anticipation of upcoming issues. The appropriate site for each incident will be established by the Team Coordinator.

EOC CHARACTERISTICS AND EQUIPMENT

The Emergency Operations Centre should have the following characteristics/ equipment: a) Sufficient space and accommodation including desks, chairs,

office supplies and space for portable computers.

b) Security.

c) Telecommunications - cellular phones and batteries, additional telephone lines, portable radios and batteries. Radio (AM/FM), Television.

d) Auxiliary power supply.

e) Operational display boards, campus maps, site plans, floor plans,

infrastructure plans (water, sewer, electric, gas).

f) Washroom and eating facilities.

g) Facilities nearby for media, family or next-of-kin as appropriate.

h) Convenient access to parking.



SECTION 5

UNIVERSITY OF TORONTO SCARBOROUGH CAMPUS RESOURCES/SERVICES

The University of Toronto at Scarborough has the following resources and services which can be utilized in emergency prevention, preparedness and response: Accessability Services, Advancement, N,Sheemaehn Child Care Centre, Facilities Management Department – Buildings & Grounds, and Engineering & Maintenance Divisions, Facilities Rental and Conference Services, Health and Wellness Centre, Human Resources, Library, Physical Education and Athletics, Police Services, Parking Services, Student Affairs, Student Housing and Residence Life, Scarborough College Students’ Council. The University of Toronto St. George Campus presently has a variety of resources and services which can be utilized in emergency prevention, preparedness and response: Office of Environmental Health & Safety - Policy and program development, consulting on the assessment and control of safety hazards, safety training, hazardous waste management, and program audits. Risk Management & Insurance - Damage assessment, recovery costs, legal liability and compensation issues.

Facilities & Services Divisions -Utilities, vehicles, repair, clean-up, locksmiths, damage assessment

Health Services - first aid, supplies and other medical assistance

Counselling Services - victim assistance and support

Equity Officers - victim assistance and support, special needs

Campus Chaplains - counselling, religious needs, victim assistance and support

Student Affairs - communication with student body

Deans of Residence - food, lodging, communication with students, counselling, victim assistance and support, decision making



Campus Media- communication with campus community

Student Government - communication with students, victim assistance and support

Faculty of Nursing- first aid, medical supplies

Faculty of Medicine- first aid, medical supplies

Statistics & Records/Registrar’s Office - next of kin notification

Human Resources - next of kin notification

The University's Legal Advisors - legal issues

Department of Civil Engineering - Damage assessment, search and rescue



SECTION 6

EXTERNAL RESOURCES

Many external resources are available to the University in the event of an emergency. Many of these organizations can also be utilized to conduct a risk assessment and identify preventative and control measures. Both formal and informal "mutual aid agreements" can be used by the University to provide help in emergencies.

The Crisis Management Team at their discretion may utilize any of the following agencies to assist in crisis response/management.

Fire, Police and Ambulance services

Hospitals and emergency medical clinics

Local media

Government regulatory agencies

Chemical spill cleanup services Manufacturers/Suppliers Victim assistance groups and counselling services

Churches, Mosques, Temples, Synagogues

Poison Control Centres Other universities/colleges/school boards Volunteer groups (Red Cross, St John Ambulance)

Public & private transportation services

Public Health Departments

Ministry of the Environment



SECTION 7

VICTIM ASSISTANCE AND SUPPORT

Victims of crisis and acts of violence often suffer both short and long term effects of the trauma associated with the event. How the university responds during and after the crisis will affect their recovery.

CRITICAL INCIDENT STRESS

During or after exposure to a critical incident, victims may experience acute stress symptoms such as the following: a) Physical Reactions - most commonly nausea, sleep disturbances,

muscle tremors, profuse sweating, the need to void, fatigue, difficulty breathing, chills, dizziness, chest pains, shock symptoms, increased blood pressure, rapid heart rate, and even cardiac arrest.

b) Cognitive Reactions - most commonly decreased ability to solve problems, mental confusion, tunnel vision, memory loss, decreased decision making, and limited attention span.

c) Emotional Reactions - most commonly doubt, irritability, anger,

numbness, resentment, anxiety, fear, grief, guilt, self-blame, depression, and hopelessness.

d) Behavioural Reactions - changes in usual behaviour patterns, withdrawal, over eating or under eating, talkative, silent, increase in use of alcohol or drugs, violence.

The following persons may suffer Critical Incident Stress: • Victims directly involved in the crisis

• Emergency personnel responding to the crisis • Witnesses to the events • Family and friends of the victims

• Family and friends of the suspect, accused or person responsible

for the crisis

• Faculty, staff and students who have knowledge of the crisis or work/study in the affected area

• Crisis counsellors and caregivers



The Crisis Management Team utilizes internal and external resources when setting up victim assistance and support services. The following campus resources at the University of Toronto Scarborough Campus play an important role in victim assistance and counselling support: • Academic and Learning Skills Centre

• AccessAbility Services

• Associate Dean

• Assistant Principal – Students • Chair of Division • Departmental Manager • Health and Wellness Centre

• Human Resource Services • N’Sheemaehn Child Care Centre • Police Services

• Principal and Dean

• Student Housing and Residence Life

The Crisis Management Team will involve the appropriate services as soon as possible during and after the event.



SECTION 8

REVIEWING THE GUIDE

The Crisis Management Team will schedule periodic reviews of this guide. Possible enhancements or changes should be considered after a major incident. The Manager of Police Services will be responsible for updating the guide as required, as well as ensuring that the Crisis Management Team phone numbers are up-dated twice a year.

Lessons learned from each crisis are a valuable source of information and reference data for the emergency preparedness and response plan. Data gained from the debriefing can be used to:

a) Examine the effectiveness of plans, procedures, equipment,

facilities, and the training of personnel;

b) Identify problems of standardization and inter-changeability of equipment, procedures, or services;

c) Ensure similar problems do not occur in future emergencies; d) Determine planning that may prove useful in future plans; e) Co-ordinate and examine response procedures with internal and

external agencies.



APPENDIX A BUILDING EVACUATIONS

It is mandatory that all University buildings be evacuated upon the sounding of the building fire alarm. The decision to allow persons back into the building rests with the Toronto Fire Department. University buildings have Fire Evacuation Procedures" posted adjacent to the exits from every floor. Additionally, "Emergency Procedures for Persons with a Disability Requiring Assistance" are posted in specific locations where necessary. University buildings may be evacuated in the event of the following incidents:

• Smell of gas or other chemical odour • Chemical spills • Radiation spill or exposure • Biohazard spill or exposure • Bomb threat

• Building collapse or explosion

• Serious criminal acts

The initial decision to evacuate a building normally rests with on-site emergency personnel such as the University Police, University Fire Prevention Officer, Toronto Fire Department, Toronto Police Services, Radiation Protection Officer, Manager, Environmental Protection Services, Biosafety Officer, or other internal or external experts dealing with the particular incident.

The Crisis Management Team may decide to evacuate additional buildings based on information concerning the type of incident and the potential risk to persons and property.



Where incidents can be contained to the affected areas (small spills, suspected bomb hoax) and where there is no imminent danger to persons, the building should not be evacuated. University of Toronto at Scarborough should review annually its evacuation plan.

BUILDING EVACUATION GUIDELINES In the event of an evacuation, the University Police will:

• Assign sufficient resources to the evacuation.

• Evacuate persons in the greatest danger first.

• Advise the Toronto Fire Department of the location of any persons

who are unable to safely evacuate independently. Emergency Evacuation Points have been strategically located the “H”, “R”, and “S” Wings as points where people needing assistance can gather. In the event of an emergency where the person cannot gain access to an outside exit, persons needing assistance should stage themselves at one of the points and have the University Police advised of the location. Every sign has a location code, which is comprised of a letter and two numbers. These indicate the Wing the person is in, the floor level and the signs location. It is very important that this three-digit code be given as listed on the sign.

• Identify safe evacuation routes. Mark or post personnel at these

routes and keep them clear until the evacuation is complete. If the evacuation route is unsafe, consider leaving occupants where they are until conditions improve.

• If the incident involves fire, ensure elevators are not used for

evacuation.

• Evacuate building occupants to a safe location out of danger, but not further than is practical



• Maintain an orderly and controlled evacuation, avoid panic.

Personnel must consciously work to avoid anxiety and panic. Explain what the problem is and what needs to be done as accurately as the situation permits.

• Ensure that evacuees do not block building entrances, pathways,

roadways and other access points needed by emergency personnel.

• Ensure evacuated occupants are attended and updated on the

progress of the incident and the expected duration of the evacuation.

• If an occupant refuses to leave the building, note the location and

name of the occupant. Report the information to the University Police or other on-site emergency personnel.

• Have the evacuation teams mark the areas which have been evacuated.

• Ensure that all persons are accounted for (building occupants and

evacuation team members).

• Ensure that evacuees do not reenter the building until it is safe to do so.

• If the evacuation is for an extended period of time, arrange for the

safe relocation of evacuees, food and accommodation.

• Debrief evacuees following the emergency incident.



APPENDIX B

FIRE

PROCEDURES

Standard procedures will be followed when a fire is discovered or a fire alarm sounds in a University building. The University Police is responsible for responding to and assisting the Toronto Fire Department and other emergency services (police, ambulance, etc.) at the site of the emergency.

The Crisis Management Team Coordinator will be notified by the University Police if the fire involves: a) Serious injury or loss of life to any person. b) Major damage or disruption to University property, facilities or

activities.

ROLE OF THE CRISIS MANAGEMENT TEAM

In the event of a major fire, the role of the Crisis Management Team will be to:

a) Set up Campus Emergency Operations Centre. b) Coordinate assistance to the Fire Department and other

emergency services. c) Assess the impact of the fire. d) Advise Principal and Dean and other senior officers. e) Call in extra staff for crowd control and security of the site. f) Prepare a media release and meet with media. CRISIS MANAGEMENT Page 17


g) Establish public telephone information line and text to keep

community up to date.

h) Identify all community members who may be directly or indirectly impacted by the event. Establish debriefing meetings and ensure that appropriate assistance, counselling support and referrals are available for consultation after the meetings.

i) Coordinate alternate classroom and workspace for faculty and staff

(if required). j) If a residence, coordinate the plan to locate all occupants. Arrange

for alternative shelter, food and clothing.

k) Advise Risk Management & Insurance as soon as possible. l) Review the cause of the fire.



APPENDIX C

CHEMICAL SPILL

CHEMICAL SPILL

Persons working with chemicals are normally responsible for the clean-up of small spills if it can be done safely. The University of Toronto, Manager, Environmental Protection Services (416-978-7000) or Chemical Technicians (416-978-4821) are available to assist in clean-up of major spills. Response times may be up to two or three hours. Disposal of chemical waste is arranged through external contractors. Chemical spills that cannot be safely cleaned up using University resources, will be reported (911) to the Toronto Fire Department. University Police will direct the Fire Department to the spill area. University Police will be responsible for evacuating the affected area and building (if necessary) pending the arrival of the Fire Department and other emergency assistance personnel. The University Police will notify the Crisis Management Team Coordinator if the spill involves: a) Serious injury or loss of life to any person. b) Major damage or disruption to University property, facilities or

activities.

c) A threat to the environment or the safety of persons. d) Evacuation of one or more buildings. e) Excessive media attention. ROLE OF THE CRISIS MANAGEMENT TEAM

In the event of a major spill , the role of the Crisis Management Team will be to: a) Set up Campus Emergency Operations Centre



b) Coordinate assistance to Fire Department and other emergency services.

c) Assess the impact of the spill. d) Advise Principal and Dean and other senior officers.

e) Call in extra staff for security of the site (if required)

f) Prepare a media release and meet with media (if required)


community up to date

h) Identify all community members who may be directly or indirectly impacted by the event. Establish debriefing meetings and ensure that appropriate assistance, counselling support and referrals are available for consultation after the meetings.

i) Coordinate alternative classroom and workspace for faculty and

staff (if required). j) Review the cause of the spill.



APPENDIX D

EXPLOSION OR BUILDING COLLAPSE

An explosion in a building or the collapse of a part of a building could result in serious injury or death depending on the location of the affected area and the time at which it occurred. The University Police will notify Fire, Police and Ambulance upon receiving information of such an occurrence. The University Police will direct the Fire, Police and Ambulance to the location of the emergency. Part or all of the affected building may have to be evacuated until the extent and cause of the explosion/collapse is known. In the event of a major explosion or collapse, it could be several weeks before occupancy is permitted.

The University Police will notify the Crisis Management Team Coordinator: a) In all cases of explosion or building collapse.

ROLE OF THE CRISIS MANAGEMENT TEAM In the event of an explosion or building collapse, the role of the Crisis Management Team will be to: a) Set up Campus Emergency Operations Centre. b) Coordinate assistance to Fire Department and other emergency

services. c) Assess the impact of the incident. d) Advise Principal and Dean and other senior officers. e) Call in extra staff for crowd control and security of the site. f) Prepare a media release and meet with media.



g) Establish public telephone information line and text to keep community up to date.

h) Identify all community members who may be directly or indirectly

impacted by the event. Establish debriefing meetings and ensure that appropriate assistance, counselling support and referrals are available for consultation after the meetings.


(if required).

j) If a residence, coordinate the plan to locate all occupants. Arrange for alternative shelter, food and clothing.

k) Advise Risk Management and Insurance as soon as possible.

l) Review the cause of the incident.



APPENDIX E

RADIATION INCIDENT/EXPOSURE

Standard policies and emergency procedures involving radioactive materials are contained in "Emergency Response to Incidents Involving Radioactive Material - University of Toronto at Scarborough, July 2000” (confidential document is on file with the Police Services).

The majority of radiation incidents or exposure are normally handled by University personnel trained in the handling of these materials. The University of Toronto Chief Radiation Protection Officer (416-978-2374) is responsible for the coordination and investigation of incidents involving radioactive materials. Most minor incidents of this nature will not require assistance from external agencies as the handling and reporting will be carried out using University resources.

In those cases where the incident involves fire, injury to person(s), transportation of radioactive materials on or off campus, the University Police will contact the appropriate external agency to provide emergency assistance (Fire, Ambulance or Police). The University of Toronto Chief Radiation Protection Officer will be notified by the University Police and will coordinate the response with internal resources and external agencies.

The University Police will notify the Crisis Management Team Coordinator when:

a) The incident involves injury or death to any person or severe

damage to property.

b) The incident involves radioactive material and there is a threat of exposure to persons or the environment.

c) Directed to do so by the University of Toronto Chief Radiation Protection

Officer.




In the event of a radiation incident/exposure, the role of the Crisis Management Team will be to:

a) Set up Campus Emergency Operations Centre.

b) Coordinate assistance to Fire Department and other emergency

services.

c) Assess the impact of the incident.

d) Advise Principal and Dean and other senior officers.

e) Call in extra staff for security of the site (if required). f) Prepare a media release and meet with media (if required).


community up to date

h) Identify all community members who may be directly or indirectly impacted by the event and ensure that appropriate assistance, counselling support and referrals are available.

i) Coordinate alternative classroom and workspace for faculty and

staff (if required). j) Review the cause of the incident.



APPENDIX F

BIOHAZARD INCIDENT/EXPOSURE

The University of Toronto Biosafety Committee and the Biosafety Officer have policies and procedures in place for the use and handling of infectious biological agents such as bacteria, viruses, fungi, animal cells and DNA. The activities conducted in containment Level 1 and Containment Level 2 laboratories are unlikely to pose a serious hazard or risk to healthy persons who might be exposed to these agents. No laboratory facilities are approved for, and no researchers are authorized to conduct activities requiring greater that Containment Level 2 conditions at the University of Toronto at Scarborough.

University of Toronto Biosafety home page:

http:/www.utoronto.ca/safety/bioshome.htm Exposure to hazardous biological agents could result from any of the following incidents:

• An explosion, fire or building collapse;

• Neglect, human error or deliberate acts;.

• Mechanical malfunctions or the failure of back-up systems.

In emergency situations, the initial response to a potential biological hazard will normally involve the laboratory users who have, and are familiar with, guidelines and procedures to contain the biological agent and minimize the risk to persons. If the response requires additional assistance, the University of Toronto Biosafety Officer, at 416-978-3981, and the Toronto Fire Department (Hazardous Materials Unit) will be notified to attend.

The University Police will notify the Crisis Management Team Coordinator when:

a) The incident involves injury, death or a serious health risk to any person or the community.

b) The incident requires the evacuation or closing of a building. c) Directed to do so by the University of Toronto Biosafety Officer.




In the event of an incident / exposure, the role of the Crisis Management Team will be to:

a) Set up Campus Emergency Operations Centre b) Coordinate assistance to fire department and other emergency

services.

c) Assess the impact of the incident.


e) Call in extra staff for security of the site (if required).

f) Prepare a media release and meet with media.

g) Establish public telephone information line and text to keep community up to date

h) Identify all community members who may be directly or indirectly



(if required).

j) Review the cause of the incident.



APPENDIX G

LOSS OF LIFE OR SERIOUS INJURY

Incidents occurring on University property which result in serious injury or death of a person(s) must be immediately reported so emergency medical and police assistance can be obtained. The University Police will notify the appropriate emergency services and direct them to the site of the incident. The Principal and Dean will be notified immediately in circumstances concerning serious injury or death to a student(s). Cases involving critical injury or death that occur while an employee(s) is performing a work related duty, must be reported to the University of Toronto Director of Environmental Health and Safety (416-978-7831) so the incident can be investigated and reported in compliance with the Occupational Health and Safety Act. The employee's division/department head will assist the Crisis Management Team in handling the event.

The Crisis Management Team will be notified when the incident involves:

a) The loss of life to any person. b) Serious injuries involving one or more persons. c) Incidents that do not involve serious injury or death but are being

reported as such in the media.


When notified about incidents involving serious injuries or death(s), the Crisis Management Team will set up the Campus Emergency Operations Centre, review actions taken to date and then assign responsibilities for the following tasks to be undertaken:

a) Determine positive identification(s) and correct name of any person

involved in the incident.



b) Notify division/department heads of the area involved (students in residence, residence Deans/Porters, evening/weekend/ staff, etc.).

c) Coordinate the release of information to the media.

d) Coordinate the release of information to the campus community

through one central information line. Posters and updates may also be effectively placed in a central prominent location. General updates should also be sent through the University’s normal communication channels.

e) Identify all community members who may be directly or indirectly impacted by the event. Establish debriefing meetings. Where possible restrict speakers at debriefing meetings to members of the Crisis Management Team, as they are more familiar with the University’s culture. Ensure that appropriate assistance, counselling support and referrals are available for consultation after the meetings.

f) Provide parking and meeting space for the counsellors and support

staff, preferably away from direct area of incident. Personal safety, up-to-date information on the facts and actions being taken, and how to get help if affected by the incident, are the key components of the debriefing.

g) Assign a person to be present at the hospital if an injured member

of the University community has been taken there. The representative should update the Crisis Management Team on the patient’s progress.

h) If members of the University community have been taken to a

police station for questioning as witnesses, assign a University representative to be present for support and counsel. In certain situations it may be necessary to have the University’s legal counsel present to answer questions and to facilitate the process, including coordination of the interviews.

i) If a residence, be prepared to arrange for food and/or alternative

shelter.



j) Coordinate contacting the family members of victims involved in the incident (work through the local police and clergy in the family's home jurisdiction if at all possible). Be prepared to answer as many specific questions as possible. Be prepared to make arrangements for family to come to campus including temporary accommodation.

k) Arrange for a University representative to meet with family members

if they choose to travel to campus. Arrange for a “quiet area” for the family to meet or await further information.

l) In the event of the death of a foreign student, assign a University

official to contact the appropriate embassy or consular officials. They will be able to furnish guidance so that appropriate attention is given to the correct handling of the deceased’s remains in accordance with the religious/ethnic identify of the student. They will also be able to assist in contacting the deceased’s family.

m) Coordinate the assembly and secure storage of the deceased

person's personal possessions for return to family members.

n) Ensure a letter of condolence is prepared and forwarded to the family of the deceased person.

o) Coordinate and provide assistance for those wishing to hold a

memorial or other appropriate ceremony for the deceased person.

p) Coordinate/confirm the return of any funds, wages, fees or benefits to the family of the deceased person.

q) Coordinate/confirm the return of any university property, library

books or funds owed by the deceased person. r) Ensure that university's student or staff records concerning the

deceased person are annotated or closed.

s) Review cause of the injury or death.

t) Ensure counselling is available for those who may have a delayed reaction to the incident.



APPENDIX H

SERIOUS CRIMINAL ACTS

The University Police's Policy and Procedure Manual sets out guidelines for the response and investigation of serious criminal acts. The Toronto Police Service hold the primary responsibility for the investigation of serious incidents or criminal acts. The University Police will assist the Toronto Police Service in their investigation.

The Crisis Management Team Coordinator will be notified by the University Police when the serious criminal act involves:

a) Assault, robbery, hostage taking or other serious crimes against a

person.

b) Major damage, theft or disruption to University property, facilities or activities.

c) Excessive media attention.

For incidents involving loss of life or serious injury - see Appendix "G".


In cases involving serious criminal acts, the role of the Crisis Management Team is to: a) Coordinate the emergency response to the incident.

b) Notify division/department heads of the area involved.



c) advise the University President and other senior officers.

d) prepare a media release and meet with media.

e) Establish public telephone information line and text to keep

community up to date. f) Identify all community members who may be directly or indirectly


g) If members of the University community have been taken to a

police station for questioning as witnesses, assign a University representative to be present for support and counsel. In certain situations it may be necessary to have the University’s legal counsel present to answer questions and to facilitate the process, including coordination of the interviews.



APPENDIX I VIOLENT OR DISRUPTIVE PERSONS

Incidents involving persons who are violent or disruptive must be dealt with in an effective and appropriate manner in order to reduce the risk to persons. Existing codes of behaviour, collective agreements and human resource policies should be used to address these issues before they escalate to more serious violent behaviour. In serious cases or incidents where the offender refuses to modify his/her behaviour, Criminal Code charges or actions under provincial statutes may be necessary. Department/division heads should be involved in trying to resolve disruptive or violent behaviour in their areas. The University’s Manager Police Services will develop a strategy to review these cases and determine the best course of action.

The Crisis Management Team will be notified when the behaviour involves: a) Disruption or threats to university property, facilities or activities. b) Excessive media attention.

NOTE:

In addition to responding to crisis incidents, the Crisis Management Team may also be convened to avert a potentially serious event. Behavioural problems which pose a serious threat to personal safety, University property or may seriously disrupt University programs, may be dealt with by the Crisis Management Team at the discretion of the Team Coordinator. In such cases, the Crisis Management Team will develop a comprehensive strategy to deal with the offending party. Consideration must also be given to stress and underlying medical conditions which may affect people in different ways and can result in behaviour that may be classified as bizarre or inappropriate. It is suggested that prior to making any determination regarding sanctions for disruptive behaviour the person’s medical history be considered and that each case be closely examined to ensure that all issues have been taken into account.




a) Assist departments/divisions. b) Coordinate assistance and support to victims, bystanders and

others affected by the incident. c) Coordinate the emergency response to the incident. d) Advise the President and other senior officers.

e) Identify all community members who may be directly or indirectly


f) Prepare a media release and meet with media.

See the pamphlet Dealing with Disruptive Behaviour – A Guide for Teaching Staff



APPENDIX J

BOMB THREATS

Bomb threats and Suspicious Objects should be reported to the University Police who will notify the Toronto Police Services. The University Police and the Toronto Police Services will oversee a search of the affected area/building to determine if a threat is valid. The police will not normally evacuate the affected building unless a suspicious device or actual explosive device is found.

A person who receives a bomb threat should attempt to obtain, from the caller, as much information as possible on the exact location and type of device, when it will explode and why it was placed. The receiver of the call should also record the time of the call, age and gender of the caller, voice description and accent, name of caller or group responsible (if given) and any background noise.

University Police will notify the Crisis Management Team if: a) A suspicious device or actual explosive device is located. b) A explosive device is activated. c) A building evacuation takes place. d) The incident results in injury or loss of life to any person. e) The incident results in damage or disruption to University property,

facilities or activities.


In the event of an explosive device being found or activated, the role of the Crisis Management Team will be to:

a) Set up Campus Emergency Operations Centre.



b) Coordinate assistance to fire department and other emergency

services. c) Assess the impact of the event.


e) Call in extra staff for security of the site (if required). f) Prepare a media release and meet with media (if required) g) Establish public telephone information line and text to keep

community up to date (if required).

h) Coordinate alternate classroom and workspace for faculty and staff (if required).

i) Identify all community members who may be directly or indirectly

impacted by the event and ensure that appropriate assistance, counselling support and referrals are available.

j) Review the event.



APPENDIX K NATURAL DISASTER/WEATHER

EMERGENCY PROCEDURE

Severe storms such as tornadoes, hurricanes and blizzards may strike with very little notice. The Federal Atmospheric Environment Service and the broadcast media co-operate to provide weather warnings. These storms may result in severe flooding, power, water and telephone disruption, high winds, lightning, heavy rain, hail or snowfall, and extremely low temperatures. Injuries, loss of life and severe damage may result from these storms. Unlike other emergencies occurring on campus, these severe weather disturbances may affect several or all of the buildings on campus. The University Police will notify the Crisis Management Team when the weather emergency involves or threatens to cause: a) Injury or loss of life to any person. b) Severe damage or disruption to university property, facilities or

activities.


a) Warn the University community about the arrival and expected severity of the storm.

b) Coordinate preparation for the storm's arrival. c) Coordinate extra resource staff that may be needed to deal with

the effects of the storm (extra utilities and maintenance staff, University Police, residence staff, etc.).

d) Coordinate the cancellation and resumption of work and classes. e) Assess damage and injury caused by the storm.



f) Coordinate the recovery process. g) Release of information to the media and community. h) Coordinate victim support and assistance (if required).



APPENDIX L LOSS OF ELECTRICAL POWER, HEAT,

WATER OR GAS

In most cases, the loss of electrical power, heat, water or gas is of a short duration and may not affect the entire campus. These utility interruptions are often attributed to minor accidents or equipment failure. In rarer cases the loss could be campus or city-wide or be for an extended duration. The loss of utilities during extremely cold or hot weather could necessitate the moving persons and operations to other locations until the utility is restored. The loss of utilities could be caused by any of the following occurrences:

• Major weather disturbances.

• Fire, explosion, building collapse or flooding.

• Major accidents, equipment failure or deliberate acts of a person(s).

The University's back-up sources or electrical power are limited to maintaining emergency lighting for building evacuations and in some cases emergency power for selected research facilities. The loss of electric power, heat or water for an extended period of time ( more than one day) will likely necessitate the closing of the buildings to all but essential services. The Crisis Management team will be notified when the incident involves: a) The loss of a utility for more than one day. b) A major disruption or cancellation to University facilities or

activities.




a) Advise the University community about the extent and possible

duration of the loss. b) Coordinate the response and recovery process.

c) Coordinate the moving of persons and operations to other sites

during an extended loss.

d) Coordinate extra resource staff required to restore normal operations.

e) Coordinate the cancellation and resumption of work and classes. f) Assess damage (if any) and the cause of the disruption.

g) Release of information to the media and community.

h) Coordinate victim support and assistance (if required).



APPENDIX M CIVIL DISTURBANCES AND DEMONSTRATIONS

Most campus demonstrations such as marches, meetings, picketing and rallies are peaceful and non-obtrusive. Coordination and cooperation with the leaders of the event is normally the key in minimizing the risks to persons and property. The event may originate on campus or may result from a nearby event spilling over onto the university property. The Associate Principal and Chief Administrative Officer, the University Police (416-287-3333) and the Toronto Police Services (416-808-4200) will normally coordinate the response and handling of such events. The University Police will notify Crisis Management Team when: a) The event causes (or has the potential to cause) serious injury or

death to any person.

b) The event causes (or has the potential to cause) serious damage to property or disruptions to University facilities and operations.

c) Excessive media attention.


a) Coordinate the pre-event planning, site location(s), health and

safety issues (first aid, security, crowd control, traffic control, sanitation, water, etc.).

b) Notify division/department heads of the areas affected. c) Advise Principal and Dean and other senior officers. d) Appoint a media relations spokesperson.

e) Monitor the course of the event.



APPENDIX N

EMERGENCIES IN STUDENT RESIDENCES

Emergencies involving student residences will impact more on the occupants than a normal office or teaching facility. Depending on the type and extent of the emergency, the University may be required to make arrangements for the shelter, feeding, social and psychological welfare of the residents until the emergency is over. The loss of electric power, heat or water may necessitate the closing of the residence until these utilities can be restored. Severe damage to the structure may also mean a temporary or permanent relocation to another site. During any major emergency occurring in a student residence, the Crisis Management Team will work closely with the Manager, Student Housing and Residence Life, and the residence support staff to coordinate the response, evacuation, relocation, assistance and support. Other campus buildings, local hotels, schools and other universities/colleges, private residences and other facilities are possible sites if a temporary relocation were needed. The transportation of students to new sites may require the use of public transit buses (TTC) or the rental of private buses. In some cases, students who have family and friends within 100 Km of Toronto may have to find accommodation with them until the residence reopens.

Emergencies occurring in residence may involve any of the following:

• Fire, flooding, severe damage or loss of utilities.

• Explosion or building collapse.

• Death or severe injury to a person(s) living or working in the

residence.

• Sexual assault, robbery, violence or other serious criminal acts.

• Evacuation due to an emergency in nearby buildings or other circumstances.

The University Police will notify the Crisis Management Team Coordinator if of the above conditions occur in a residence building.




a) Will vary depending on the type of incident as outlined in

Appendices A - M.

b) Coordinate the response and recovery process with the Manager Student Housing and Residence Life, the Principal and Dean’s Office, and other senior officers.

c) Assess the status and scope of the incident. d) Advise Principal and Dean and other senior officers. e) Coordinate the location and, if required, relocation of the residents

and any guests.

f) Identify all community members who may be directly or indirectly impacted by the event. Establish debriefing meetings and ensure that appropriate assistance, counselling support and referrals are available for consultation after the meetings.

g) Coordinate the release of information to the campus community,

media, public and families.

h) Review the incident and make recommendations for any future action.



APPENDIX O MEDIA RELATIONS

MEDIA RELATIONS The media will cover most major emergencies that occur on campus. They will want to know what happened, how did it happen, who was responsible for the incident, who is in charge of the response and recovery process, the scope of the emergency and what the University will do about it and how it could have been avoided. How University officials communicate with the media will determine how the emergency is viewed by victims, community and public. Effective media relations can assist the Crisis Management Team in communicating the need for assistance and supplies, give direction to the university community concerning the cancellation of classes or work, informing the community when it is safe to return, and other urgent information. Effective media relations can also lessen the impact and trauma to victims and their families by providing accurate and information on the status of the event and how victim assistance and support can be accessed.

The Office of Advancement staff will coordinate and handle requests for information from the media. In the event that the Office of Advancement staff are not readily available, the following guidelines will assist Crisis Management Team members when communicating with the media.

CRISIS MANAGEMENT TEAM GENERAL GUIDELINES FOR EFFECTIVE MEDIA RELATIONS

a) Designate a spokesperson to communicate with the media. b) Assign an area when the media can assemble to wait for news

briefings and current information.

c) Avoid speaking on behalf of other persons or agencies unless authorized to do so.

d) Provide the media with current and accurate information. CRISIS MANAGEMENT Page 43


e) Exclude assumption, speculation and personal opinion from the

comments.

f) Avoid responding if information not available. Offer to provide the information or the name of a person who has the requested information at a later time.

g) Avoid releasing the names, descriptions or numbers of victims until

it is appropriate and until authorized to do so.

h) Get points across. There is no obligation to answer questions asked by a reporter. Know what to say and look for opportunities to say it.

i) Avoid saying anything that cannot be quoted. There is no such

thing as "Off the Record".


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